Verified Student-Teacher version eligibility but have not received email with serial number

[Robert and Karla]

I bought Adobe Acrobat Pro 2017 Student and Teacher Edition for Windows on disk online from Best Buy and verified my eligibility following the enclosed instructions. The disk-based program requires a serial number to install. Other versions (e.g., prepaid card for download) require a redemption code, which then needs to be converted to a serial number.

Adobe's information and the third-party identit-e.com verification site say I should have received an email with a serial number, but I have not received any email. I have checked both my inbox and spam folder: no email. However, the identit-e site confirms my eligibility and shows a redemption code (not a serial number). Just in case I missed something, I tried following Adobe's instructions to "Redeem your purchase" in order convert the redemption code to a serial number using my Abode account, I received the error message, "The code you entered is invalid. Please try again." I have repeatedly verified that I have keyed the redemption code provided, so conclude that - as I suspected - that is not how this product needs to be activated.

It needs a serial number, which I have not received. How long is it supposed to take for the serial number email to be sent once eligibility has been verified? How can I get the email to be sent (re-sent?) now since I can't re-validate my product code to start the whole process again from the beginning. ...and why don't Adobe and identit-e provide phone numbers to call for these inevitable kinds of questions when what would be "simple" product activation for other vendors is such a hassle with Adobe?.

[kglad · Accepted solution]

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', https://helpx.adobe.com/contact.html

[Robert and Karla]

Thanks for the tip. In fact, I was able to chat with Adobe help over the weekend who insisted this was a reseller issue. After a couple of phone calls with Best Buy (the reseller, whose support phone number is easily found and quickly answered), I exchanged the original program disk with a second one that worked as advertised. I'm pleased with the ultimate outcome but still find Adobe's help access difficult to find and navigate. I'm not sure how a manufacturer's serial number is a reseller's issue - and don't really believe it was - but because Best Buy's customer service is good, they may have made up for what I think is Adobe's uninspiring level of service,

[kglad]

you're welcome.